The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.
The Role
• The objective of the position is to develop a scalable digital customer success program, an in-house early warning system and leverage early indicators and system-driven alerts to address customer needs for proactive adoption and attrition reduction. This role will also analyze and identify trends to drive efficiencies and improvements for digital-led engagements.
Your Impact
- Design and implement a data-driven approach to customer success, utilizing customer health metrics and product usage to proactively address customer needs and mitigate attrition risks.
- Design and utilize an Early Warning System to detect accounts which may have software usage or adoption risks leading to attrition or churn.
- Design and sequence digital interactions across the customer journey that drive improved product adoption and value realization.
- Build the processes and analyses for outcome-focused digital engagements that have measurable and verifiable customer outcomes.
- Develop automation of the end-to-end customer journey to easily identify the accounts at risk and take actions; including automation of playbooks to improve the overall account satisfaction.
- Regularly manage and review leading risk indicators to prioritize accounts which require human intervention.
- Incorporate digital processes and automated touch points for proactive customer engagement leading to revenue retention and expansion.
- Analyze the customer journey and build a proactive digital comm